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Click here or scroll down to respond to this candidate Candidate's Name
Greenville, MSPHONE NUMBER AVAILABLEEMAIL AVAILABLEObjectiveSkilled professional with an extensive background in customer service. Calm and poised in the most pressure-driven situations. Pursuing a remote position, where my communication skills and experience can be utilized to enhance client s experiences.EXPERIENCESeptember 2023 - PresentCustomer Service Advocate, OptumRX -TTEC (Remote) Provide answers about member s policy, create new mail order accounts and place orders for prescriptions. View claims for prescriptions, assist member s with overrides, prior authorization status. Provide processing information to pharmacist when needed. Provide eligibility information to member s medical plan about their benefits. Provide member s pharmacy benefit information, drug pricing, and deductible information.September 2021 - September 2023Customer Service Representative, ADT Security Services (Remote) Managed computer-based platform with multiple applications to maintain effective communication with customers via phone, chat, and email. Provided excellent customer service while following through on responsibilities to customers and recovering from any errors made while assisting with issues with their alarm systems. Documented all customer information accurately in computer system, scheduled appointments, and assisting with billing and website issues. Follow-up on customer inquiries not immediately resolved.April 2019 September 2021Chat Support Specialist, Kelly Services (Remote) Provided first-level end user resolution to an average of 50 customer inquiries per day escalated through all access channels (Portal, Chat, Email, and Phone). Responded to client inquiries within established timelines, resulting in a 95% customer satisfaction rate.
Provided consultative guidance to customers towards the resolution to their service issue, resulting in a 25% decrease in repeat customer inquiries.
May 2013 April 2019Certified Nursing Assistant, Delta Regional Medical Center Assisted healthcare providers with care of 50 patients daily enhancing patient satisfaction and turnover.
Demonstrated proficiency in taking patients medical histories and vital signs. Answered and resolved patient inquiries in a professional and empathetic manner, through use of effective listening, written and verbal communication skills.
Conforms to hospital standards of performance and conduct, including those pertaining to HIPAA and patience rights.February 2003 May 2013Medical Unit Coordinator, The King s Daughters Hospital Provided excellent customer service to all patients by knowledgably answering questions and proactively solving problems.
Used a computerized scheduling system to schedule/reschedule appointments. Expedited outstanding service to 60 plus patients weekly during all points of patient contact yielding in increased patient satisfaction rate.EDUCATIONSimmons High School Mississippi Delta Community CollegeHigh School Diploma Certified Nursing Assistant Certificate1999 Certified 2004SKILLSAbility to multi-task, independently prioritize and able to meet deadlines in a high call volume environment.
Detail oriented, good analytical skills, verbal, and written communication skills.Ability to troubleshoot and resolve technical issuesAbility to type at least 45 WPM.
Quick learner and able to adapt to dynamic work environment.General computer knowledge including proficiency in Microsoft Office and SalesforceCRM POS systems expert
Data Entry/Order fulfillmentProfessional telephone demeanorFluent with medical terminology and able to explain healthcare issues to patients with empathy and concern.Strong interpersonal skills
Able to work well in a team environment. |
